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Impact of Covid-19 on passengers and airlines from passenger measurements: Managing customer satisfaction while putting the US Air Transportation System to sleep

Authors
  • Monmousseau, Philippe1
  • Marzuoli, Aude1
  • Feron, Eric2
  • Delahaye, Daniel1
  • 1 ENAC, Université de Toulouse, France
  • 2 Division of Electrical, Computer and Mathematical Science and Engineering, King Abdullah University of Science and Technology
Type
Published Article
Journal
Transportation Research Interdisciplinary Perspectives
Publisher
The Authors. Published by Elsevier Ltd.
Publication Date
Sep 04, 2020
Volume
7
Pages
100179–100179
Identifiers
DOI: 10.1016/j.trip.2020.100179
PMCID: PMC7471717
Source
PubMed Central
Keywords
License
Unknown

Abstract

• Passenger-generated data can be harnessed earlier than official flight data. • Four passenger-centric metrics are proposed and extracted from the Twitter flow. • These metrics can be used to improve passenger and airline decisions. • US airlines have reacted differently to COVID-19 travel restriction measures. • Each airline has its own passenger communication Twitter profile.

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